As already mentioned here by a few people, response rates are going to fluctuate from company to company due primarily to both the timing of the survey and the relationship the company has with the customer.

1 response

Promoter.io in Net Promoter Score

Aug 11, 2017

What are some good techniques, methods or incentives for boosting customer and user participation in surveys?

Contrary to what most people think, I believe that survey incentives are a bad idea.

Promoter.io in Net Promoter Score

Nov 4, 2016

When do you know it’s the right time to send an NPS survey?

Since it’s really only been a few years since proper “SaaS” tools for NPS have been accessible to the majority of companies, there is still a misconception that it’s only used when organizations reach 1000’s of customers.

2 responses

Promoter.io in Net Promoter Score

Nov 4, 2016

When calculating NPS, what do I do with users who experienced but did not buy?

Without a doubt, these are important users to hear from. Their insights can be insightful, but remember that they come from a different place than paid/paying customers to be sure to consider…